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This article applies to:

  • Product: safesend
  • Subject: Extensions
  • Audiences: Staff

Unlock a delivered extension

A taxpayer can become locked out of their extension after 3 unsuccessful sign in attempts. The firm can unlock a client's extension and provide access code tips for both taxpayers and users to help prevent and resolve access issues.
Taxpayers can become locked out of their extension by entering an incorrect/expired access code or an incorrect Social Security number.
note
SafeSend Support can't unlock client extensions. The firm must perform this action.
Client view:
After 3 unsuccessful attempts, the taxpayer receives an error message. This error message continues to appear even if they close and re-open the link.
The firm will need to unlock the extension before the client can regain access.
Unlock the extension:
After the extension has been locked, the user who delivered the extension receives an email notifying them that an extension has been locked. To unlock:
  1. Go to the
    Extensions Report
     or
    Archived Extensions
    .
  2. Locate the locked extension and select the
    More (...)
     icon.
  3. Select
    Unlock
    .
    • The
      Unlock
       option is only available if the extension or Client Portal is locked.
  4. Select
    Unlock Extension
    , OR
  5. Select
    Unlock Client Portal
    .
The taxpayer receives an email notification that the extension is unlocked. The taxpayer can now try to access their extension.
Access code tips for taxpayers:
  1. Select the
    Request Access Code
     button.
    • This sends an access code to the taxpayer's email or phone.
    • Only select the button once to prevent multiple codes from being generated.
    • Codes are no longer valid after they are entered, after 20 minutes, or when a new code is generated.
  2. Copy/paste the access code to prevent typos.
  3. Select
    Continue
    .
Access code tips for users
The firm can generate an access code and provide it via phone or email to the taxpayer, if necessary. This code expires after 20 minutes, after it is used, or after a new code is generated.
Extension:
  1. Select the
    More Action Items (...)
     icon.
  2. Select
    View Access Code
     to open the
    Access Code
     window.
  3. Select the
    Direct Document
     tab.
  4. View the most current access code OR
  5. Select
    Generate Access Code
     to generate a new code for the taxpayer.
Client portal:
  1. Select the
    More Action Items (...)
     icon.
  2. Select
    View Access Code
     to open the
    Access Code
     window.
  3. Select the
    Client Portal
     tab.
  4. View the most current access code OR
  5. Select
    Generate Access Code
     to generate a new code for the taxpayer.

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